■募集要項
Lead the development and execution of SALOMON Japan's CRM and Membership programs to drive member acquisition, engagement, retention, and customer lifetime value.
Own the day-to-day management of CRM initiatives, customer growth programs, loyalty strategy, and community development, ensuring alignment with business objectives and the overall CRM vision.
Act as the key business lead for CRM operations and performance management, partnering closely with the Director of E-commerce & CRM to translate strategic priorities into actionable plans and measurable business outcomes.
Drive cross-functional collaboration across E-commerce, Retail, Marketing, Customer Service, and IT teams while managing CRM performance through customer insights, KPI governance, lifecycle management, and continuous optimization.
■概要
Main Responsibility Areas
1. CRM Program Leadership & Execution
• Translate the overall CRM vision and strategic priorities into actionable programs and initiatives.
• Develop and manage annual CRM plans aligned with business objectives and customer needs.
• Define customer lifecycle, segmentation, and engagement strategies to support sustainable business growth.
• Establish CRM operating processes, governance, and ways of working across functions.
• Drive execution of CRM initiatives and ensure delivery against agreed objectives and KPIs.
2. Customer Growth & Retention
• Lead initiatives to drive member acquisition, activation, retention, repeat purchase, and customer lifetime value.
• Identify growth opportunities through business performance reviews and customer insights.
• Develop and implement programs to improve customer engagement, loyalty, and long-term customer value.
• Partner with E-commerce, Retail, B2B and Marketing teams to maximize member contribution to overall business performance.
3. Loyalty & Community Management
• Own and evolve the S/PLUS membership and loyalty program.
• Develop member benefits, engagement programs, and loyalty initiatives to strengthen customer relationships.
• Support community-building initiatives that increase member engagement and advocacy.
• Monitor program effectiveness and recommend enhancements based on customer insights and business results.
4. CRM Performance Management & Business Insights
• Define and manage CRM KPIs and reporting requirements.
• Partner with Customer Insight & Analytics resources to identify customer trends, opportunities, and business risks.
• Leverage customer insights, behavioral analysis, and Voice of Customer (VoC) findings to improve CRM effectiveness and customer experience.
• Conduct regular business reviews and recommend actions to improve member acquisition, retention, engagement, and lifetime value.
• Foster a test-and-learn culture through measurement, experimentation, and continuous optimization.
5. Cross-Functional Leadership & Project Management
• Lead cross-functional CRM initiatives involving E-commerce, Retail, Marketing, Customer Service, IT, and external partners.
• Align stakeholders around priorities, timelines, and business objectives.
• Support CRM-related transformation initiatives and capability development projects.
• Ensure CRM initiatives are delivered effectively and contribute to broader business goals.
6. Team & Partner Management
• Provide leadership and direction to CRM operational resources and external partners.
• Manage and develop CRM team members, including coaching, prioritization, and performance management.
• Oversee agency and vendor relationships to ensure high-quality execution and continuous improvement.
• Allocate resources and prioritize initiatives to maximize business impact and operational efficiency.